Starting a Service Call

This is starting point for service actions. You should begin all service actions with this procedure.

From this point, you will be guided to the appropriate information to help you perform the necessary steps to repair the server.

Note:

In this topic, control panel and operator panel are synonymous.

Before beginning, perform as many of the following tasks as possible:

Record information to help you return the server to the same state that the customer typically uses, such as:
- The IPL type that the customer typically uses for the server.
- The IPL mode that is used by the customer on this server.
- The way in which the server is configured or partitioned.

Has problem analysis been performed?

Yes No

V Follow your normal procedures to perform problem analysis.
Is the failing server managed by a Hardware Management Console?

No Yes

V Continue with step 6.
Do you have a Field Replaceable Unit (FRU), location code, and an action plan to replace a failing FRU?

No Yes

V Go to Locating FRUs.
Do you have an action plan to perform an Isolation Procedure?

No Yes

V Go to Isolation Procedures.

Yes	No
V	Follow your normal procedures to perform problem analysis.

No	Yes
V	Continue with step 6.

No	Yes
V	Go to Locating FRUs.

No	Yes
V	Go to Isolation Procedures.

Choose an action from the following Symptom List:

You have a reference code but no action plan. Follow your normal procedures to perform problem analysis.
There is a hardware problem that does not generate a reference code. Use the Table of Contents to find an appropriate isolation procedure or contact your next level of support.
To check your server's firmware level or to update it, see the system's operation guide.
You have an Engineering Change (EC) or a hardware upgrade to apply. Use the instructions provided with the change or upgrade.
You suspect a software problem. Contact software support
To perform diagnostics or another service function, use the Table of Contents to locate the Common Service Procedure.

This ends the procedure.

Is the HMC connected and functional?

Yes	No
V	Bring up the HMC and attach it to the server. If you experience a problem with the HMC, refer to the Service Guide for Desktop and Rack-Mounted Consoles, SA76-0120. When the HMC is connected and functional, continue with the next step.

Perform the following steps from the HMC that is used to manage the server. During these steps, refer to the service data that was gathered earlier:

In the Navigation Area, open Service Management.
Select Manage Events. The Manage Serviceable Events - Select Serviceable Events panel will be displayed.
Select the status of Open.
Select all other selections to ALL and click OK.
Scroll through the list and verify that there is a problem with the status of Open to correspond with the customer's reported problem.

Do you find the reported problem, or an open problem near the time of the reported problem?

Note:

If you are unable to locate the reported problem, and there is more than one open problem near the time of the reported failure, use the earliest problem in the list.

Yes	No
V	Go to step 3.

Select the serviceable event you want to repair, and select Repair from the Selected menu.

Follow the instructions displayed on the HMC.

After you complete the repair procedure, the system automatically closes the serviceable event. This ends the procedure.

Note:

If the Repair procedures are not available, go to step 3